Pros
- Gain experience under the umbrella of "IT" Dept. - Employer contributes to 401K. - Medical/Health coverage. - 80 hours (approx.) Vacation PTO annually. - 60 hours (approx.) of Sick PTO annually. (Both PTO types are given/assign at specific times of calendar year, not by hire or hire date.) - Can be remote work.
Cons
> Job title and Responsibilities listed for DSC Department are False and disingenuous. - i.e. Listed Job Responsibilities (DSC): "Technical software, hardware and networking problems." - A T1 DSC CSR will not be performing those roles. Instead, that specific "department" will be used as a "general" CSR for all departments concerning DMDC concerning, DSC Duties, DSO Duties (Personal Caller Benefits/Programs), and Tier 1 Web Services (assisting callers with setting up personal online accounts). - DSO department calls account for approx. %50-90 of call volume/experience, assisting with non-software, hardware, networking. When higher level staff are confronted with blatant abuse of personnel by forcing DSC Staff to fill in roles with a different department, the company will act naïve and state: "We are a call center, we answer calls." , "DSC is a general representative." (though not advertised in job description). - CSR's are not given call quotas to meet. - CSR's are paid by the hour but treated as they are "paid by call ratios". - If there is a "X" amount of time that higher feels is too long without a call, they will place the CSR in one of the other departments to guarantee a call even though it does not fall under that CSR's responsibilities, skills, or training and will still have to be eventually transferred to that department the caller originally desired. - CSR's are continually Quality Control reviewed by outside department for any call to ensure correct actions and resolves are being met. This includes all calls i.e. the calls that are outside that CSR's department and skill set. - Allowed time after a call to finish case/task is 1min 30 secs. Which is subject to change and randomly manipulated and controlled when desired by leadership. Regardless of progress of case/ticket. - There are no pay raises or incentives (no matter time or performance). - There is a monthly "Top 5" performance list that does not mean anything outside of potential annual bonus. - Team Leads will often ignore requests for assistance if all of their demands for information provided to them is not met. Often resulting in the CSR being force to perform double the work related to the case/ticket they are working on. - Extremely limited opportunities for career growth. - Other departments do not assist with DSC calls when that department call volume increases. - Remote and Office works are on tight time constraints. i.e. Two 10min breaks and one .5hr unpaid lunch break. The CSRs are required to request permission to use and must be attentive to click the button exactly when the time has expired or be at risk of counseling.